amr fawzi

Customer Care representative. at NCR

• Egypt - Cairo
• My current job since June 2008

 Monitor ATM networks for NCR’s ATM monitoring customers.
 Act as single point of contact for NCR Financial customers with Incident. Management Services& following up & dispatch the second line & Escalations .
 Troubleshoot ATMS & PC & Network hardware software.
 Deal with all letters, email, phones .
 Take ownership of service request from customer and ensure timely and satisfactory resolution of problem.
 Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity.
 Escalate both internally and externally, when required, according to defined Escalation paths.
 Acquire and maintain current knowledge of relevant product offerings and support policies.
 Attend training sessions.
 Participate in team projects that enhance the quality or efficiency of help desk service. Knowledge and Skill Requirements
 Responsibilities for this position include monitoring customer’s networks and systems for indications of trouble, reacting to all electronic alerts and customer reports of trouble, generating or verifying the generation of a GEMS incident for all problems detected or reported
 Reading the journals and making daily reports.
 Professionally dealing with customers.
 Handling Customer inquiries, complains and billing issues with the highest degree of courtesy and professionalism to resolve customer issues.
 Track and monitor the problem to ensure a timely resolution.
 Handling hard situations.
 Proficient user of ATMS Systems Gasper, I watch, EFT, Opticash and Sparrow applications.

 Regularly communicate operational matters as needed with customers, currency management analysts and service delivery center management including answering routine customer inquiries, acting as the primary interface to the Currency Management Analyst for more complex questions, and, if necessary.
 Produce Cash Replenishment Schedules for ATMs and Branches, as needed.
 Review the daily cash balances of all ATMs being managed and determine if any ATMs or Branches need to be replenished ahead of the next scheduled replenishment.
 Monitor the status of the cash points in order to avoid Cash Outs and/or High Returns and create Emergency/Unplanned Replenishments accordingly and/or skip Replenishments when applicable.
 Responsible for managing Currency Management system.
 Reduction of ATM’S network cash.
 Reduction in transportation and holding costs.
 Higher ATM availability.
 Improved reporting and evaluation.
 Decision support tool provides additional savings through improved scheduling of CIT visits.
 Cost avoidance on infrastructure, technology and resources.
 Work with the Technology Consultant in identifying and reporting system level problems to the ITS support organization.
 Maintain the forecast performance of each cash point for which they are responsible to determine how to improve the accuracy of the forecast.


EXTRA Effort

PCs & laptops installations .
Creating a new solutions & ideas to help my team in doing their job efficiently & professionally & more easy.
I ‘m doing a presentations of our systems for the customers